Services Offered by the Airlines to Target Customers

The travel industry has hit another all-time low in revenue. Airlines are scrambling for new ideas and services to allure customers’ assurance they are safe to take that vacation or visit that friend many miles away. These tough economic times have created a volatile airline industry. Airlines must

incorporate creative and new methods of operation to attract their old customers and draw-in new ones. The airlines today are investing in more efficient aircraft and business methods as well. They are cutting programs and personnel to operate only with necessary survival tactics to stay alive. In extreme cases, some are going flat broke and looking at bankruptcy to rebuild. This paper will give an overview of some promotions airlines are using to target the customer as well as more efficient methods of operation.

According to The 22 Immutable Laws of Marketing (1994), Ries&Trout: “Marketing is not a battle of products but a battle of perceptions. Marketing is all about good impressions; “perceived truth is more powerful than truth itself.” A company’s web site design is a very powerful marketing tool. Airlines incorporating the ease of on-line check-in service must have a competitive web site that is appealing to the customer. Consumers unconsciously assume a parallel exists between the web site design and the business behind it. A poor design will give an impression that the company is just as incompetent. While all airlines essentially offer the same services, a good web site design is critical to communicate good value in the consumer’s minds. You never get a second chance to make an important good first impression.

They have also initiated several other customer services such as an expanded June schedule. They have increased service to many domestic, European and Pacific destinations that have been dropped from the decrease in demand following the Iraqi war.

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